Clinical Quality Analyst

3 дн. назад

PhilippinesWorldwide

Ensure clinical quality of patient-facing Medical Support interactions at .

Обязанности

We are looking for a Clinical Quality Analyst to safeguard the clinical quality of every patient-facing Medical Support interaction at . Our Medical Support teams handle some of the most sensitive conversations in the business — severe side effects, hospitalisations, mental health presentations, eligibility decisions, and patients who are not seeing results. This role exists to make sure those conversations are consistently safe, accurate, empathetic, and clinically sound as we scale across markets.
You will audit interactions across phone, email, and chat through both a patient-first and a clinical-safety lens; own the clinical scoring framework and keep it calibrated and trusted; and turn what you find into coaching recommendations, macro and workflow corrections, and training that measurably improves care. When you find a clinical risk, you will escalate it — quickly, clearly, and without waiting for a reporting cycle.
This is a role for someone who has worked clinically and then found they were drawn to the systems question: not just was this patient looked after , but why did this go wrong, how often, and what needs to change . You might come from clinical governance, safety and quality audit, incident review, accreditation, or a clinical QA function in a hospital, pharmacy, or health service — or you might be a clinician who has been doing this work informally and wants to do it properly. This role reports to the Manager, Quality, Training & Process Excellence and sits deliberately outside the teams it audits.
If you are clinically sharp, rigorous about evidence, comfortable telling people what you found, and motivated by making care measurably safer at scale — this role is for you.

Требования

3–5 years of post-qualification clinical experience, with at least 2 years in a clinical quality, clinical governance, safety and quality, audit, accreditation, or incident review capacity — telehealth or a fast-paced healthcare environment is a strong plus
A clinical qualification and background — registered nurse, midwife, pharmacist, paramedic, or allied health professional. You have practised, and you bring real clinical judgement rather than a checklist
Experience auditing clinical care or clinical documentation — you have reviewed cases against a standard, formed a view, and defended it. Experience with adverse event review, root cause analysis, or accreditation frameworks is highly valued
Analytically capable — you turn a pattern across fifty audits into a clear, evidenced recommendation. Comfortable in spreadsheets and reporting tools; SQL or dashboard experience is a bonus, not a requirement
Rigorous and detail-oriented — you notice the missing safety-net, the undocumented escalation, the advice that was almost right
Direct and constructive — you can tell a Team Lead their team has a clinical accuracy problem, and be thanked for it. You separate the finding from the person, and you make feedback specific, fair, and actionable
Sound judgement on risk — you know the difference between a coaching moment and a safety event, and you escalate urgent findings immediately rather than holding them for a report
Independent and self-directed — you design your own audit plan, hold yourself to your own coverage targets, and do not need to be chased
A genuine collaborator — you work generously across Medical Support, Clinical Operations, Learning, and Process teams, and you share what you find early
Patient-first in everything — every audit, score, and recommendation is anchored in what is safest and best for the patient
Based in Metro Manila and happy to join us at our Makati hub 2–3 days per week as part of our hybrid working model, working hours aligned to our AU and UK teams
At , we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.

Другое

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.
 
is now part of Hims & Hers, the global leader in personalised health and wellness.
 
Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.
Supporting patients living with obesity across our 5 markets
Received selective NICE endorsement to provide services to the NHS
Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.
Audit patient-facing Medical Support interactions across phone, email, and chat — escalation, discovery, eligibility and Medical Support calls, side-effect queues, pre-approvals, and formal patient check-ins
Assess both experience quality (tone, empathy, clarity, de-escalation) and clinical quality (accuracy of information, appropriateness of advice, safety-netting, documentation, escalation decisions)
Deliver audit coverage at a frequency and sample design that is genuinely representative across every channel, queue, and team member
Maintain audit documentation that is complete, defensible, and stands up to regulatory scrutiny
Own and improve the clinical QA scoring framework, including clinical criteria, weightings, and the definition of a critical clinical error
Run calibration sessions with Team Leads, Senior Medical Support Associates, and clinical stakeholders so scoring stays consistent and trusted
Keep the framework aligned to current clinical protocols, formulary, and market-specific regulatory requirements
Identify clinical risks, recurring errors, and emerging unsafe patterns, and escalate them through the defined clinical escalation path
Distinguish clearly between a coaching moment, a systemic quality issue, and a reportable clinical safety event — and act on each correctly
Partner with Clinical Operations and Clinical Insights on any finding indicating patient harm, a near-miss, or a protocol gap
Produce weekly clinical QA reporting covering scores, trends, clinical error themes, and specific coaching and training recommendations
Analyse QA results alongside ticket quality, error rates, escalation volumes, patient satisfaction, and clinical incident data to surface patterns worth acting on
Make reporting insight-led — a narrative that tells stakeholders what to focus on and why
Review and maintain Medical Support macros, templates, and workflows so the clinical content within them stays accurate, current, and compliant across markets
Drive correction of anything clinically out of date or unsafe, confirming the right clinical position with Clinical Operations
Partner with Process & Knowledge Specialists so approved changes land in the Knowledge Hub and in training, not just in the macro library
Partner with Learning & Knowledge Management to design and deliver clinical training that closes the specific gaps your audits reveal
Provide structured, specific, evidence-grounded coaching recommendations to Team Leads
Measure training impact through subsequent QA outcomes and knowledge checks, and iterate on what the evidence shows
Bring clinical QA data into process and automation discussions so clinical safety is designed in, not reviewed afterwards
Collaborate with Process Specialists and Senior Medical Support Associates to close gaps and improve turnaround times without eroding clinical quality
Track and report the clinical quality impact of every change implemented
Capture and synthesise clinical patient insight, sentiment trends, and safety themes from the frontline
Share findings proactively with Operations, Clinical Operations, Product, and Care partners to inform improvements
Ensure both the patient voice and the clinical view are represented in quality, process, and product discussions